Customer Success Manager - Remote

About Magic Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training. Background Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital ) and over $30M in funding to date. We are fully remote across Asia and US time zones. Check out Magic's Business Profile Know more about our Team via Magic's Careers Page   Why does this role exist? The Customer Success Manager role at Magic is not a support function—it’s a strategic engine for revenue and retention. As a CSM, you are the architect of the post-sale customer journey, the guardian of customer lifetime value, and the bridge between client needs and Magic’s service delivery. Your success directly translates to company growth. Your ability to nurture accounts, prevent churn, identify expansion opportunities, and transform satisfied clients into vocal advocates will be measured, celebrated, and rewarded. The Challenge Our clients are busy business owners and executives who need their remote workers to integrate seamlessly into their operations. They face challenges around communication, productivity measurement, task delegation, and maximizing ROI from their remote teams. You’ll navigate these complexities, serving as both strategic advisor and tactical problem-solver. Our Hiring Process Apply - Application + Pre-Qualifying Questions HR Interview — 1-on-1 with Recruiting Team (communication skills, competencies assessment, and cultural fit) 24-Hour Reflection Period — If we advance you, we’ll ask you to take 24 hours to seriously consider the strategic account management requirements, the human-powered (not AI-first) nature of our product, and the ownership and revenue accountability expectations of this role. 2nd Level Interview — Interview with Senior CSM 3rd Level Interview — 1-on-1 with Director of CS — demonstrate client relationship management, churn prevention strategy, and QBR presentation skills Final Interview — 1-on-1 with Head of Sales & Customer Success Background Check + Vetting Job Offer What Winning Looks Like You maintain 90%+ gross revenue retention and consistently hit 110%+ net revenue retention across your book of business You don’t wait for clients to complain—you spot at-risk accounts early and execute save plans before churn indicators fully surface You run quarterly business reviews that clients actually look forward to—data-driven, strategic, and action-oriented You identify expansion opportunities organically: a client using one VA who could benefit from an SDR, or a growing team that needs specialized support You build trusted advisor relationships with C-suite executives and founders—they see you as a strategic partner, not just a service provider You own the full post-sale journey—from onboarding kickoff to renewal negotiation—with zero handoff gaps Your HubSpot is immaculate—account health scores are current, touchpoints are logged, and no renewal sneaks up on you You proactively communicate updates, service enhancements, and industry insights to your clients without being asked When escalations arise, you take ownership from intake to resolution and coordinate cross-functionally to deliver results You contribute to team knowledge—sharing playbooks, best practices, and client feedback that elevates collective capabilities Who This Role Is NOT For You react to churn instead of preventing it—you wait for cancellation requests rather than monitoring leading indicators You need a manager to tell you which accounts to prioritize every day You treat renewals as administrative tasks rather than strategic conversations You avoid difficult conversations with clients about underperformance or misaligned expectations You don’t take the initiative to build relationships beyond your primary contact—if your champion leaves, the account is lost You approach customer success as a support role rather than a revenue-driving function You rely on gut feeling instead of data to assess account health and make strategic decisions You only follow established playbooks without developing your own creative approaches to retention and expansion You focus on activity metrics (calls made, emails sent) without connecting them to outcomes (retention, expansion, NPS) You have a pattern of short tenures (under 1 year) without clear, substantiated reasons for each transition You don’t have strong English proficiency for daily executive-level conversations with U.S.-based clients You don’t have a professional home office setup right now with high-speed internet (50+ Mbps), a professional headset, and a quiet environment The Impact you'll make Strategic Account Management & Revenue Growth (40%) Portfolio Ownership: Own and manage a portfolio of several accounts, segmenting by size, growth potential, and health status to prioritize activities effectively Revenue Retention: Maintain a minimum 90% logo retention rate and achieve 110%+ net revenue retention through proactive identification and closure of expansion opportunities Expansion Selling: Identify clients with additional hiring needs, build business cases for service expansion demonstrating ROI, and present compelling upgrade paths Renewal Management: Navigate contract renewals 60–90 days before expiration, addressing concerns and negotiating terms proactively Health Monitoring: Monitor leading indicators of account health—login frequency, task assignment rates, communication patterns, remote worker utilization—and execute save plans for at-risk accounts Quarterly Business Reviews: Facilitate comprehensive QBRs with key stakeholders for enterprise and growth accounts, preparing data-driven presentations showcasing value delivered: time saved, cost efficiencies, productivity gains, and completed projects Customer Onboarding & Enablement (25%) Structured Onboarding: Execute Magic’s comprehensive 30-60-90 day onboarding framework for every new client, conducting personalized kickoff calls within 24–48 hours of contract signing Success Planning: Create detailed onboarding success plans with specific milestones, timelines, and success criteria tailored to each client’s business objectives Relationship Facilitation: Introduce clients to their assigned remote workers and facilitate initial relationship building to ensure seamless integration Relationship Management & Communication (20%) Executive Relationships: Build and maintain trusted advisor relationships with C-suite executives, founders, and senior decision-makers through clear communication, business acumen, and strategic thinking Multi-Threading: Develop relationships across multiple levels within client organizations—end users, department heads, C-suite —to reduce churn risk from champion departure Communication Cadence: Maintain regular touchpoints appropriate to account size and health; respond to client inquiries within 24 hours, urgent issues within 1 hour Client-Assistant Management: Serve as mediator and coach for optimal client-remote worker relationships, addressing performance concerns, communication gaps, or cultural differences diplomatically Escalation Ownership: Act as the primary escalation point for client issues, coordinating with Operations, Support, Recruitment, and Leadership teams to drive resolution Data Analysis, Reporting & Continuous Improvement (15%) Data-Driven Management: Analyze customer usage data, engagement metrics, and behavioral patterns to predict churn risk and expansion potential; create and maintain dashboards tracking key metrics Voice of Customer: Systematically gather qualitative and quantitative feedback, synthesize into actionable themes, and advocate for client needs in internal discussions about service enhancements Performance Reporting: Prepare monthly reports on portfolio health, retention metrics, expansion pipeline, and churn analysis; track individual KPIs, including retention rate, NRR, CSAT, NPS, and QBR completion Process Optimization: Identify inefficiencies in customer success workflows, document best practices, create playbooks for common scenarios, and share learnings with the broader CSM team Required Experience Required Experience (Non-Negotiable) 3–5 years of customer success, account management, or customer-facing experience in a B2B environment, with a proven track record of managing multiple accounts simultaneously Direct responsibility for revenue retention and expansion targets, with demonstrated experience in customer lifecycle management from onboarding through renewal Deep understanding of B2B sales cycles, decision-making processes, and multi-stakeholder environments US market experience required—proven track record working with US-based companies, understanding US business culture, communication norms, and SMB challenges Demonstrated tenure stability—we value candidates who show commitment and growth within their roles rather than frequent lateral moves Industry Background (Preferred) SaaS/Tech: Subscription-based business models, usage-based billing, customer success frameworks Outsourcing/Staffing: Recruitment, talent placement, workforce management, contingent labor Professional Services: Consulting, business process outsourcing, managed services Marketplace Platforms: Two-sided marketplaces connecting service providers and clients Technical Requirements CRM Mastery: Hands-on experience with HubSpot CRM (or expert-level in Salesforce/similar with transferable skills). You’ll use it daily for tracking activities, pipeline, and forecasting revenue retention Data & Analytics: Intermediate to advanced Excel/Google Sheets proficiency—pivot tables, complex formulas (VLOOKUP, INDEX/MATCH, SUMIFS), dashboards, trend analysis, and extracting actionable insights Communication Tools: Highly proficient with Zoom, Google Meet, Slack, Microsoft Teams, and project management tools (Asana, Trello, Monday.com). Comfortable managing complex meeting coordination across time zones Technical Aptitude: Quick learner who can master new software platforms rapidly and help clients navigate technical issues or escalate appropriately Communication & Executive Presence Strong English proficiency required—both written and spoken—at a level sufficient for daily high-quality conversations and presentations with U.S.-based C-level and Director-level clients Ability to simplify complex topics, tailor messages for different audiences, and inspire confidence through clear, professional communication Able to provide specific, evidence-based examples when discussing past performance and customer success strategies Your Superpowers Strategic Relationship Builder : You build authentic, trusted relationships quickly with diverse stakeholders—understanding who influences decisions and becoming a valued advisor, not just a friendly face Proactive Problem Solver: You don’t wait for problems to escalate—you anticipate challenges and address them before they impact the customer, taking full ownership through resolution Data-Driven Thinker: You balance gut instinct with hard data—looking for patterns in metrics, using data to inform strategy, and translating numbers into narrative for clients and leadership Results-Oriented: You’re driven by achievement and take personal pride in hitting retention and expansion targets without needing constant supervision Resilient & Adaptable: You thrive in dynamic environments, pivot quickly when priorities shift, remain composed when clients are upset, and bounce back from setbacks without losing effectiveness Cross-Functional Influencer: You work effectively across Sales, Product, Operations, and Support to deliver comprehensive solutions—influencing others and advocating for client needs without direct authority Customer Advocate: You genuinely care about client outcomes and fight for what’s best for them—while balancing client advocacy with commercial awareness and company sustainability Ownership Mentality: You own your book of business like it’s your own company—every account, every renewal, every escalation is personally yours to manage Consultative Mindset: You position yourself as a strategic partner, not a service rep—diagnosing needs, advising on solutions, and earning trust through consistent value delivery Polished Professional: Punctual, prepared, and presentable—your professionalism and executive presence are evident from the very first interaction Benefits Your Offer Salary | ₱60,000 – ₱80,000 gross monthly Employment Type | Permanent – Full Time Workplace Type | Fully Remote Reporting To | Sr. CSM /Director of Customer Success Your Growth Path Customer Success Manager (0–12 months): Master Magic’s product suite, build account management discipline, establish trusted advisor relationships across your portfolio Senior CSM (12–24 months): Consistently exceed retention targets, mentor new CSMs, and manage higher-value enterprise accounts Team Lead / CS Manager (24–36 months): Lead a pod of CSMs, own team retention targets, and contribute to customer success strategy CS Director (3+ years): Oversee customer success operations, drive retention and expansion strategy, partner with leadership on growth Key Time Zone & Schedule Requirements Work Schedule: 9-hour shifts following US business hours, usually between Monday to Friday, 9:00 AM – 6:00 PM Eastern Time Schedule Flexibility: Flexibility for occasional evening/early morning calls for West Coast clients or urgent situations